privacy

Which sectors do consumers trust most for CX?

Published on: May 15, 2019
Author: Pauline Ashenden - Marketing Manager

Our survey of consumers in the UK revealed that the level of trust people have in different types of organization varies considerably by sector. As you know, if consumers don’t trust in your brand then you risk undermining customer loyalty and damaging sales revenue. So, which sectors do consumers trust most?

Why 2019 is all about trust for brands and consumers

Published on: January 16, 2019
Author: Olivier Njamfa - CEO & Co-Founder

As we move into 2019, businesses are having to cope with unprecedented uncertainty. How can your brand win and retain consumer loyalty? It all comes down to trust – and these are the 5 foundations you need to start with.

The importance of security and GDPR to the digital customer experience

Published on: October 18, 2017
Author: Pascal Gauvrit - CTO

Thanks to the rise of digital channels, brands now possess large amounts of personal data on their customers. Protecting this sensitive information is obviously vital, and will become even more important thanks to the EU's new General Data Protection Regulation (GDPR).

Cold-calling and the customer experience

Published on: December 11, 2014
Author: Pauline Ashenden - Demand Generation Manager

A UK government taskforce has recommended larger fines for businesses that make nuisance calls to consumers. Fines should be up to £500,000 (or 20% of turnover in the case of PPI cold-callers), with company directors held responsible for unwanted phone calls from their organisation according to the report.The Nuisance Call Task Force has also suggested that the threshold for when regulators ...

Customer service vs data privacy

Published on: July 11, 2012
Author: Epticablog

Delivering the best service is often about understanding what makes your customers tick – recognising them, knowing their likes/dislikes, what channels they prefer to be contacted by, and even on a basic level whether they prefer to be addressed formally or informally.In theory the huge amount of personal information now freely available online provides companies with the chance to deliver t...

Customer service and protecting online customer data

Published on: February 15, 2012
Author: Epticablog

Online privacy is a topic that is constantly in the news at the moment, with iPhone app makers Path and Hipster the latest companies offering apologies after it emerged that they uploaded address book information from phones to their servers without asking permission. Other brands, including Amazon-owned retailer Zappos and Sony have had to issue apologies after their sites have been hacked and cu...